EzHoster | We're People Powered

One of the special things about EzHoster is we have staff who are dedicated to web hosting and work because it's what they love to do, not because of the paycheque, that's like a bonus! Our staff combines years of experience into a team of fulfilled individuals who work together maintaining a 24 hour stream lined support experience. No more waiting for answers, you want them now and you will get them as such!

In our online world today, you expect 3 things:

1. To be available a minimum of 24 hours a day

There is no compromise. If your sites go down who is going to bring them back up? I don't think you would call your next door neighbour...

With competent technicians staffed all hours of the day, you can expect true 24/7 thorough service. We don't outsource our support, and all of our staff speaks English as their first language, communication is THE most important part of success.

2. To get a human response, real quick

There are no robots working behind the scenes at EzHoster, we have people. While we are working our hardest to create robots to do all the work for us, we are a little far off from that, so until then, you are stuck with us! What that means is that you won't get "canned" responses that may or may not answer your question or be relavent to your situation, but you will get a hand written individual response from someone who cares. Sounds sweet doesn't it?

Once you submit a support ticket, procedures are taken and you can expect a response within 6 hours. Now keep in mind that our average response time is within the hour and emergency tickets are normally answered within 30 minutes.

Our strict support procedures make sure that your requests are handled as smoothly and efficiently as possible. Here is how it goes.

This is just the overview; the actual checklist is a lot more rigorous to ensure that every step is seamless.

Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (ie...fire, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement.
Telco Failure (ie...Verizon cutting a fiber line somewhere).
Backbone peering point issues (ie...UUnet having a router go down in Virginia that wipes out internet service for the entire East Coast).
Scheduled maintenance for hardware/software upgrades.
Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). EzHoster utilizes only name brand hardware of the highest quality and performance.
Software bugs/flaws (Expolits and bugs may develop that cause security issues or downtime).
DNS issues not within the direct control of EzHoster.
Network floods, hacks, attacks from outside parties or individuals.
Failure or error of any EzHoster monitoring or measurement system.
Client's acts or omissions, including without limitation, any negligence, willful misconduct, or use of EzHoster service(s) in breach of EzHoster Policy and Service Guidelines (AUP), by Client or others authorized by Client.

3. To be heard

We don't just claim to listen to our clients, we actually do! If you have a suggestion for us, you can easily contact us by emailing customerservice@ezhoster.com and we will take your concerns seriously and professionally. Whether it is a feature request or an issue with a staff member, or really anything, rest assured that we will be there to make sure you get the one on one attention you deserve. At EzHoster you aren't a number, you're OUR number! And without you, we wouldn't be here today, so we are definitely going to make it our ambition to make you feel like a VIP.

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